Invoice states and outstanding balance
Failed invoices
If payment is rejected by the payment gateway, the invoice will be marked as Failed. The reason for the failed payment will be logged in the History section at the bottom of the page.
The customer will receive a
failed invoice email notification advising the user that the payment failed and providing instructions on how to log in to their account and update their registered payment method. Operations staff will also receive a notification that an invoice has failed.
Once payment details have been updated, you can retry the charge by clicking on the Charge customer again to attempt to process the charge again. If successful, it will automatically log the payment, mark the invoice as Paid and send a
receipt email to the customer.
Overdue invoices
If you have enabled the Invoice overdue age function in the
settings for your instance, then invoices will automatically be marked as Overdue if they have been sent to a customer but remain unpaid after the number of days you have set. This will automatically also reflect in the user page, unit page and site page so that you can easily prioritize following up on these invoices. In addition, to provide a clear visual indication of overdue invoices, they are prominently marked in red on the list.
Outstanding balance
In the case of partial payments, the remaining balance is displayed in parentheses. If a partial payment is overdue then it is displayed in red but the remaining balance will still be displayed in parenthesis.
FAQ
What happens when an invoice fails?
If a customer's payment method fails on an invoice, it will be marked as Failed. The system logs the reason in the History section. A failed invoice email is sent to the customer with instructions to update their payment method. Operations staff also receive notifications. After updating, you can retry the charge through "Charge customer" for payment processing.
How are overdue invoices handled?
If Invoice overdue age is enabled, invoices become Overdue after a set number of days. Overdue invoices are prominently marked in red for easy identification on user, unit, and site pages. This feature helps prioritize follow-ups on unpaid invoices.